Beyond ITIL at the 14th Annual itSMF Exhibition and Conference

7-9 November, Hilton Brighton Metropole Hotel

With the adoption of ITIL (IT Infrastructure Library) best practise becoming increasingly important across all market sectors, topics at this year’s exhibition and conference will include Service Support, Service Delivery, Application Management, ICT Infrastructure Management and BS 15000. Vendors at the show will be offering solutions based upon the ITIL framework.


Beyond ITIL at itSMF

ITIL is most certainly the starting point with Sostenuto ITSM 2.0, the fully browser based application launched by Sunrise. Developed from scratch over a 5 year period, Sostenuto ITSM 2.0 improves compatibility with ITIL by including recommended out-of-the-box processes. But because ITIL by its definition must be tailored to each individual installation, Sostenuto ITSM 2.0 allows you to choose which processes you want, reject the ones that do not fit your business requirements and adjust the processes to fit into your environment. Sostenuto 2.0 offers as standard a number of additional services for IT services, such as contract and procurement management, that go beyond ITIL and which can offer true end-to-end service management solutions. See the Sunrise team on stand R19, Hall 7 for a face to face discussion on all of these features.

Other improvements to version 2.0 include mobile and web services.

With web service integration, Sostenuto users will be able to access data from external tools run as web services, directly from the Sostenuto desktop. This allows for a reduction in IT service call times giving teams more time to provide customer service in other ways.

In terms of the mobile interface, Sostenuto 2.0 provides Windows mobile and enhanced browser access to the service management database, via its Chameleon tools. Through a networked Windows mobile device such as a handheld computer, members of the IT team can interrogate Sostenuto in real time, recalling information on service requests, IT assets and job status without waiting for manual synchronisation.

And while mobile service desk team members can quickly draw on information wherever they are, service desk customers are provided with greater tools to search for and resolve their own support issues without directly involving the service desk. The Sunrise team will be at the exhibition this year (Stand R19, Hall 7) to offer product demonstrations and assistance with any product or service enquiry.


Sunrise stand, itSMF 2004.

Who’s lining up?

The conference will include a wide range of presentations from headline private sector user organisations such as: Dixons, Yell, Sony Europe, American Express, Unilever, and Barclaycard. There will also be presentations from major public sector organisations such as: Inland Revenue, Companies House, Environment Agency and GCHQ.

In addition to the presentations there will be a number of workshops to allow delegates more interactive discussion of topics raised. There will also be the popular “Great Debate” session looking at the ever increasing importance of BS15000’s to delivering service management.

There will be two keynote speakers: Jim Steele is one of the most charismatic motivational speakers in the business world today. Addressing organisations throughout Europe and in the United States Jim has the proven ability to deliver material that motivates, educates, inspires and entertains. Frank Dick OBE has been inspiring world-beating performances from some of the top names in sport, such as Boris Becker, Daley Thompson and Katerina Witt. His presentations are amusing, anecdotal, and inspirational.

In parallel with the conference, the exhibition will offer delegates the chance to examine vendor products and services targeted on service management. This will undoubtedly be one of the highest quality Service Management exhibitions of the year.

Aidan Lawes, itSMF CEO, said; “We are really pleased to have such important organisations speaking at the conference. This really highlights the significance of Service Management to private and public sector businesses. itSMF is pleased to be able to deliver such an interesting programme of speakers to its membership.”


The itSMF Award 2005

In association with the conference the widely recognised and prestigious itSMF awards provide public recognition from individuals and/or organisations that have made a significant contribution to best practise and standards, or have achieved significant Service Management implementation within their organisations.

Awards are given in four areas: Innovation of the Year; Project of the Year; Service Champion of the Year; Paul Rappaport Award for Contribution for Service Management.

Previous winners have been: Airmiles, Barclays Bank plc, EDS, Unilever, Fox IT, DHL, Oxford University press, Hewlett Packard, South Staffs Health Authority, Exel plc.

Aidan Lawes, itSMF CEO, said; “These awards play a valuable role across Service Management in driving forward innovation and quality. By publicly recognising the importance of Service Management they raise its profile and stress its importance with service organisations.”

To complete a nomination form visit the itSMF web site: